Six Cardinal Rules of Customer Service
Pre-Program Quiz ~ Six Cardinal Rules of Customer Service (cont.)
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- Discussion Questions – Key Point 1: People Before Paperwork: Featuring Bob Sdrawkcab
- TELEPHONE DOCTOR
- Step 1 - Office Distractions
- Step 2 - Customers’ Impression
- Step 3 - Will Now Say or Do
- REMEMBER
- CONSEQUENCES OF RUSHING CUSTOMERS
- PLAN OF ATTACK TO AVOID RUSHING CUSTOMERS
- Key Point 3: Be Friendly BEFORE You Know Who It Is: Featuring Marvin Mope
- Skill Practice – Key Point 4: Don’t Be Too Busy To Be Nice: Featuring Bert Busy Facilitator Note
- Skill Practice – Key Point 6: Don’t Pass the Buck: Featuring Buck Passer Facilitator Note
Pre-Program Quiz ~ Six Cardinal Rules of Customer Service (cont.)7. A sense of humor can be detrimental on a business call, since it shows you don’t take your work seriously. A. True
B. False 8. If you use technical terms and jargon when talking with customers, they will certainly respect you. will seldom challenge you. might not understand and get confused. 9. It’s okay to let the customer know it’s not your department and someone else is responsible for the mistake. A. True
B. False 10. Good manners are always a nice touch, but don’t have any real business value. True False Discussion Questions – Key Point #1: People Before Paperwork: Featuring Bob Sdrawkcab 1. Why is there a tendency to finish a paperwork task before talking with a customer or other visitor? ♦ Paperwork tasks tend to occupy our full attention. ♦ We like to finish one thing before we start another. ♦ It’s inconvenient to risk losing our place in a task and then have to start over. Collect and discuss additional responses the participants may provide. 2. If you take time to complete paperwork or another task before serving a customer, what unspoken message(s) do you send? ♦ They’re less important than this paperwork. ♦ They’re interrupting my real work. ♦ I’m in control here, and I’ll decide when I help you. 3. Why is putting paperwork before people a backward approach to good customer service? ♦ The paperwork we’re doing is the direct result of the business our customers bring us. If there were no customers, there would be no paperwork. ♦ Customers are not an interruption of our work, they’re the reason for it. 4. Have you ever taken a “back seat” to someone else’s paperwork? How did it make you feel? ♦ Collect participant responses based on their experiences. During the discussion, point out that their responses are negative (e.g., angry, frustrated, insulted, unimportant, ignored, etc.) 5. How are people likely to respond if they’re treated this way? ♦ They might become angry or hostile. ♦ They might take their business elsewhere. 6. What are some ways you can help your organization put people before paperwork? ♦ Develop the habit of putting people before paperwork every time. ♦ Set good examples for your coworkers. TELEPHONE DOCTOR® PRESCRIPTION: 1. Give the customer your complete attention. 2. Remember – the customer always comes before paperwork or any other task.
In this group exercise, start a discussion based on the importance of making a great first impression. We get only one chance to make a first impression! Maybe four to six seconds on the telephone, and face-to-face meetings take about thirty seconds to form an impression–positive or negative. In these brief seconds, people form opinions about us based on our voices, mannerisms, appearance, body language and demeanor. Ask for three volunteers to write down the brainstorming topics on a flipchart or board. Step 1: Office Distractions – list a few distractions that interfere with helping customers. Step 1 - Office Distractions Response examples: 1- Working on computer 2- Talking on cell phone 3- Eating at desk 4- Multitasking 6- Texting 7- Visiting coworkers
Step 2: Customers’ Impression – list the first impressions that customers might have of our business and staff pertaining to Step 1’s distractions. Step 2 - Customers’ Impression Response examples: 1- I’m invisible to you! 2- Huh, personal issues. 3- Breaks aren’t allowed? 4- Yes, another issue… 5- Am I interrupting you? 6- How rude! 7- Does anyone really work around here?
Step 3: Based on the lists, what will we now say or do to make a better impression? Step 3 - Will Now Say or Do Response examples: 1- “Welcome, I’m Sue & you are?” 2- Break time is for cell use. 3- I’m hungry; I’ll wait for lunch.
5- Look up & smile. 6- Never text during work hours.
REMEMBER: The customer always comes before paperwork. REMEMBER: The customer always comes before the paperwork or any other task. REMEMBER: The customer always comes before paperwork or any other task. Discussion Questions – Key Point #2: Don’t Rush Your Customer: Featuring Martha Rush 1. Think of a recent phone conversation you’ve had in which you felt the other party was trying to hurry you along. How did you feel? How did you deal with the other person? ♦ As you collect and discuss participant responses, emphasize how rushing through a call can make the customer feel threatened, inadequate and unwelcome. 2. If efficiency is supposed to be so important in business, what’s wrong with trying to handle a call as quickly as possible? ♦ Efficiency is great, but not if it means giving up effectiveness. Let’s face it – giving customers good service is the reason for our being at work. Doing a poor job quickly is no accomplishment. 3. In addition to poor customer service, what other undesirable situations can result from rushing a customer? ♦ You may misunderstand the customer’s meaning or need. ♦ You may fail to get important information. This will necessitate a second call, either from you or from the customer. If you don’t have time to handle the call right, when will you have time to do it over? 4. Have you ever taken a call from customers who seemed to take forever to get to the point? What did you do? In a situation like that, how can you get the needed information without making the customer feel rushed? ♦ Let the customers know you are interested in what they are saying. ♦ Carefully redirect the person back to the original purpose of the call. Example: “I’m glad you had such a good time on vacation, Mr. Adkins. Now that you’re back, how can I help you? What can I do for you?” TELEPHONE DOCTOR® PRESCRIPTION: 1. Learn how to redirect calls. 2. Take time to get all the information. 3. Remember – avoid rushing your customers and coworkers. Skill Practice – Key Point #2: Don’t Rush Your Customer: Featuring Martha Rush Facilitator Note: Complete the exercise below and have a group discussion. Divide the participants into three teams: Ask each group to make a list of consequences that occur from rushing customers. CONSEQUENCES OF RUSHING CUSTOMERS Example responses: Customers don’t feel important It’s perceived as rude and unfriendly Customers repeat their questions; call back for clarity They may feel threatened Staff may make assumptions without all the facts Sounds like we have more important tasks to perform Appears that we don’t care for our customers Customers will get upset and may ask for a supervisor Compare the three teams’ responses and discuss. Look for common consequences. W PLAN OF ATTACK TO AVOID RUSHING CUSTOMERS List steps to take to conquer this customer service challenge. hat will your organization do to prevent from rushing your customers?
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♦ unprofessional – doesn’t give each customer the same high level of service; ♦ inconsistent – doesn’t do the best possible job on every call; ♦ disinterested – doesn’t like or enjoy the job. As a result, the organization is seen as ♦ unappreciative – doesn’t respect its customers; ♦ arrogant – alienates potential clients; ♦ unfair – practices favoritism in dealing with its customers. 2. Some people answer the phone in such a tedious monotone that they sound like voice mail or an automated attendant, which many organizations now use. Have you ever made a call and mistaken the answering party for an automated attendant? How did you handle the situation? ♦ In discussing the participant responses, point out that the person answering a call sets the tone for the conversation. Customers tend to mirror the treatment they receive. 3. Has anyone ever mistaken you for an automated attendant? How can you prevent that from happening? ♦ The best way is to remember that your personality is one of the best tools you have for getting the customer service job done. Use your personality on every call. TELEPHONE DOCTOR® PRESCRIPTION: 1. Treat all customers equally. 2. Use your personality. 3. Remember – customers mirror the way they’re treated. Skill Practice – Key Point #3: Be Friendly BEFORE You Know Who It Is: Featuring Marvin Mope Facilitator Note: Complete the exercise below and have a group discussion. Launch this activity by discussing the importance of making a positive first impression. Ask participants: How many seconds do you have to create a first impression in person? (It takes approximately 30 seconds.) Ask participants: How many seconds do you have to create a first impression over the phone? (It takes only 4-6 seconds!) When you encounter a company representative in person, what negative behaviors affect a first impression? Expect to hear responses such as Poor body language Monotone voice Lack of eye contact Distracted or disinterested Unprofessional or disheveled appearance Noisy or cluttered surroundings When you encounter a company representative over the phone, what negative behaviors affect a first impression? Expect to hear responses such as Monotone voice Lack of verbal feedback Unexplained silences As a group, discuss some of the potential problem situations resulting from this kind of behavior. Include: damaging company image; adversely affecting company sales; making your individual job more difficult, since customers tend to mirror how they’re treated. As the participants offer their ideas about why such behavior happens, focus the discussion on the idea that all customers deserve the same level of service—our very best. Your smallest customer might be your largest customer or advocate next year! REMEMBER: Customers mirror the way they’re treated. Discussion Questions – Key Point #4: Don’t Be Too Busy To Be Nice: Featuring Bert Busy 1. The main problem with these behaviors, of course, is that they represent poor customer service. More specifically, though, what is likely to happen when customers are treated this way? ♦ If customers feel that you are too busy, they might feel intimidated or threatened. As a result, important information might be overlooked. This makes it unlikely that their needs will be met without additional calls. ♦ A short answer is most often an incomplete answer. If you take the time to ask and answer questions completely, you can handle everything in one call. 2. We all live in a fast-paced, busy world. Shouldn’t customers expect you to be busy and just be prepared for it? ♦ Remember, it’s a busy world for all of us. In all likelihood, your customers are as busy as you are. If they can take time to call you, the least you can do is take time to give them your best. ♦ Giving good customer service means it’s our job to adapt to the customer, not the other way around. 3. What is the busiest time on your job? What things can you do, especially at those times, to make certain your customers don’t find you “too busy” to be nice? Allow the participants to describe their “peak” times, then focus the discussion on strategies and techniques. The list developed in the discussion should include: ♦ Don’t try to work on anything else while you’re on the phone. People who try to do two things at once usually don’t do either one very well. ♦ Turn away from your other work while you’re on the phone. Even a slight physical movement will help you remember to concentrate on the call and give the customer your full attention. ♦ Keep your sense of humor.
1. Don’t give short, one-word answers. 2. Don’t be abrupt with customers or coworkers. 3. Keep your sense of humor. 4. Remember – we cannot do two things well at once.
Read the statement several times and divide the participants into two teams. Nominate one team to be “Early Birds” and the other team to be “Second Mouse.” Discuss what this statement means… Sometimes being the “early bird” can give you an advantage. And sometimes the first mouse finds the trap; the second mouse gets the cheese. Give the teams 5-10 minutes each to develop a 60-second presentation as to why their strategy (“early bird” or “second mouse”) is best for your organization. Encourage the teams to make use of the knowledge and the view of all team members in creating their presentations. Whether you are an “early bird” or the “second mouse,” please keep Bert’s motto in mind: “Don’t be too busy to be nice.” EARLY BIRDS Pros Cons SECOND MOUSE Pros Cons Then ask a spokesperson from each team to debate their responses: “Early Bird” or “Second Mouse”—which is the most effective strategy for business? BOTH! REMEMBER: Don’t rush customers. REMEMBER: We cannot do two things well at once. Discussion Questions – Key Point #5: Don’t Use Military Language on Civilians: Featuring Joanie Jargon 1. Abbreviations, form numbers, part numbers, technical terms, and other “jargon” are a part of almost every job. So why shouldn’t you use them with customers? ♦ They may be part of your job, but they’re like a foreign language to your customer. ♦ Using jargon might result in the customer becoming intimidated, embarrassed, frustrated, or irritated. 2. Acronyms (words in which each letter stands for a separate word in a name, phrase, or title) can be especially troublesome. What unique problems do these pose? ♦ They can cause real misunderstanding, especially if the customer presumes you’re using the word in its normal way. Example: YOU: (Referring to the “Shipment Invoice Number Sequence” form) “I’ll be happy to help you with that, Mr. Parker. Read me off your S.I.N.S.” 3. What might happen to a customer or new employees if we offer company jargon in our response to their questions? Confusion Mistakes and errors Delays Unhappy clients and coworkers 4. Encourage participants to provide alternatives or replacements that are as close to everyday language as possible. Emphasize that the simpler the replacements, the better alternative it is. TELEPHONE DOCTOR® PRESCRIPTION: 1. Use easy, understandable words. 2. Avoid using company jargon on customers and new employees. 3. Explain unfamiliar words or terms. Skill Practice – Key Point #5: Don’t Use Military Language On Civilians: Featuring Joanie Jargon Facilitators Note: Complete the exercise below, then have a group discussion to recap. Every business has jargon, slang, technical terms, phrases and abbreviations to simplify internal forms and conversations. In this exercise, divide the participants into several small groups (3-5 people). Set a 5-minute time limit. Ask each group to make a list on paper or in Participant Workbooks of your common company jargon and the definition for each term. Bring the groups back together and compare their answers. Did the groups have similar answers? Did everyone agree on the definitions? Discuss how customers or new employees feel when they experience company jargon. List replacements or easy alternatives for these expressions that customers would understand better.
REMEMBER: Avoid using company jargon on customers and new employees. Discussion Questions – Key Point #6: Be Personally Accountable, Don’t Pass the Buck: Featuring Buck Passer 1. Start a conversation on prior experiences when we, as customers, have experienced employees “passing the buck.” How did we feel about the treatment we received? ♦ My business must not matter to this company. I wonder if they treat others this same rude way. ♦ Seems that some employees have an attitude of “This issue isn’t part of my job description. I’ll transfer this call on to someone else.”
Accusing—“She did it!” Blaming—“Someone else did it.” Complaining—“Nobody does anything around here.” 3. What happens when customers don’t get answers and their issues or concerns aren’t addressed? ♦ Customers could take their business elsewhere and tell others about the negative treatment they received from your organization. ♦ Customers anticipate failure and conversations begin with frustrations. ♦ Situations are often escalated to management right from the start.
1. Take ownership; be accountable and responsible. 2. Remember your ABCs – don’t accuse, blame or complain. 3. Always seek solutions and don’t be afraid to accept responsibility. Skill Practice – Key Point #6: Don’t Pass the Buck: Featuring Buck Passer Facilitator Note: Complete the exercise below and have a group discussion to recap. For this activity you’ll need a volunteer to list answers on a flip chart or board a dollar bill or paper play money Assemble participants to stand in a large circle. Facilitator asks this question: “What phrases or characteristics are buck passers associated with? Participants attempt to answer this question or ‘pass the buck’ (the dollar bill) to another whose hand is raised. Keep passing until the answers stop or 10 minutes have passed. Expect responses such as “I don’t know, I’m new here.” “I wasn’t here when that happened.” “Don’t know and don’t care.” “That’s not my job.” “Why don’t you call this number, maybe they can help?” “Let me transfer you to another department.” “I didn’t make a mistake, the shipping department did.” “Why should I apologize? It’s not my fault.” “But we’ve always done it this way!” “Every day it’s something new; I hate all these changes.” Make a list of positive alternatives to prevent BUCK PASSING. Directory: userfiles -> WorkBooks userfiles -> Chief Patron Shri Avinash Dikshit Commissioner Patron userfiles -> Iccf congress, seixal, portugal 5th to 12th October 2002 userfiles -> Unit 1: Exploration and Colonization userfiles -> Ap united States History Course Description userfiles -> Note: Please look through resources very carefully. This is a controversial issue so some sources may have bias. Check carefully for the expertise or background of the writer or contributor userfiles -> Ap united states history mr. Storrs – Room 306 2009-2010 text WorkBooks -> Essential telephone skills leader’s Guide WorkBooks -> Essential telephone skills participant Workbook WorkBooks -> Six Cardinal Rules of Customer Service WorkBooks -> Six cardinal rules of customer service workbook Download 249.09 Kb. Share with your friends:
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